Please help fill in this template with all the details to help others help you more efficiently. Use formatting blocks for code, config, logs and ensure to remove sensitive data.
Problem to solve
Describe your question in as much detail as possible:
Service desk is well configured and everything is fine, except when someone reply to the mail, instead of completing the opened ticket, it creates an another one, each time someone reply
Steps to reproduce
Sending mail to our support address, which transfers ce mail to the mail gitlab listen to.
when someone reply to the original email → recreates a new ticket instead of appending to the original one
Configuration
Versions
Please select whether options apply, and add the version information.
- Self-managed
- GitLab.com SaaS
Versions
- GitLab (Web:
/helpor self-managed system information):
v17.3.1-ee